Communications Specialist - Full Time (Call Center LV)

Caesars Entertainment-posted 3 months ago
Las Vegas, NV
5,001-10,000 employees
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The Communications Specialist will be responsible for the day to day maintenance of the Enterprise Knowledgebase. They will be responsible for supporting the development, implementation and continued improvement of the Caesars Entertainment Enterprise Knowledgebase (KB). They will optimize the KB structure and knowledge life cycle workflows. They will follow KB maintenance processes to ensure data integrity. They will work closely with teams across the Enterprise to ensure the KB is accurate, relevant, up to date and effective. The Communications Specialist will help to drive acceptance and usage of the KB across the Enterprise as well as assist leadership in developing a culture that invites individuals and teams to contribute/offer feedback on KB articles, accuracy and effectiveness. The Communications Specialist will assist with creating, maintaining and teaching KB training material and processes/procedures.

  • Execute the day to day processes/procedures needed for maintenance, design and/or architecture of the KB, including any associated mobile applications.
  • Adherence to processes for updating KB, while meeting or exceeding department standards related to such.
  • Help support and complete the processes necessary for the maintenance and life cycle of knowledge data/documentation (knowledge articles, FAQs, reference guides, how-to's, etc.)
  • Conduct audits and create reporting on the KB via workflows, system reports, feedback etc.
  • Complete user Audits and reporting to identify usage of the Knowledgebase or specific articles to drive improve agent performance.
  • Create call center communications up to and including newsletters, pre-shifts, memos etc.
  • Supports the relationships between call center communications team and Enterprise contacts.
  • Create and maintain queries in KB platform.
  • Work with peers to and assists management with the established processes for reviewing and analyzing data.
  • Supports the end-user feedback process which can be received through a variety of channels including surveys, quarterly feedback sessions/meetings, and end-user reporting with the focus on improving the knowledgebase articles and usage.
  • Assists with maintenance of training and training materials relevant to the KB systems and processes as well as other call center initiatives as assigned.
  • Meet or exceed department standards related to KB content accuracy, design and workflows.
  • High School diploma or equivalent
  • KCS Certification
  • 2 years' experience in a related field (Knowledge Management, Information Science, Information Systems, Communications, Business, or Graphic Design).
  • Salesforce Experience
  • Excellent written and verbal communication skills
  • Strong attention to detail and accuracy in all aspects of knowledge management (content, workflows, etc).
  • Ability to assimilate information extracted from various resources and convert to a defined style, ensuing clear articulation.
  • Is open to positive and constructive feedback.
  • Types 45 WPM
  • High level knowledge of Microsoft Office programs (Excel, PowerPoint, Word, Publisher, Designer, Access).
  • Able to work independently as well as with a team and take initiative.
  • Strong time management/prioritization skills, handling multiple tasks in a high volume, fast paced environment.
  • Excellent organizational, listening and decision-making skills.
  • Must demonstrate a friendly, professional upbeat and positive disposition.
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